AccountId: 011433970860
ContactId: 4d54e6d0-67bc-4d67-a059-6482816bc285
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98099 ms
Total Talk Time (AGENT): 37054 ms
Total Talk Time (CUSTOMER): 48030 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/4d54e6d0-67bc-4d67-a059-6482816bc285_20250122T18:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling from the provider's office. I just need to know, um, some information about this gap insurance please.
[AGENT][NEUTRAL] OK, I can help you with that. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] callback number [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] I have 01898152 M like Mary L like Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you are calling to get benefit information?
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Could because this policy did term uh back in [PII].
[CUSTOMER][NEUTRAL] Just bring that and.
[CUSTOMER][POSITIVE] Oh, so how come she gave me that hm, funny, uh.
[AGENT][NEUTRAL] I don't show any other active policies with us.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so can I have your name and a reference number for the call?
[AGENT][NEUTRAL] Yes, to reference the call, you will use my name [PII] and today's date.
[CUSTOMER][NEGATIVE] Can you say that again? I wasn't ready.
[AGENT][NEUTRAL] I'm sorry, [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] Got it thank you.